Customer Success Manager

Company Overview

Roles & Responsibilities

• Serve as the primary point of contact for customers post-onboarding across both BhaiFi and FirewallX.
• Build and maintain strong relationships with IT Heads, CTOs, and CEOs.
• Understand customer business goals and ensure alignment with product capabilities.
• Proactively monitor account health and handle escalations swiftly and empathetically.
• Deliver regular customer reports with meaningful insights, network performance, compliance updates, and recommendations.
• Identify upsell opportunities and collaborate with sales to close expansion deals.
• Track usage, engagement, and feature adoption; drive renewals and minimize churn.
• Collaborate with product and tech teams to escalate feature requests and bugs.
• Conduct monthly business reviews (QBRs) and strategy calls with top clients.
  

Requirements

Preferred Candidate Profile

• 2–5 years of experience in Customer Success and Account Management (SaaS preferred).
• Experience working with SME clients or founders in hospitality, IT, or retail sectors.
• Excellent communication and presentation skills — able to simplify technical insights for non-tech audiences.
• Strong analytical mindset — comfortable using Excel, BI tools, or dashboards.
• Proven experience with upselling or account farming.
• Empathetic, customer-obsessed, and solution-driven.
• Prior experience in cybersecurity, networking, or compliance domains is a plus.
  

Qualifications

• Bachelor's degree in engineering, Business, or relevant field.
• Certifications in Customer Success and Account Management are a plus.
• MBA Degree
  

Benefits

Perks and Benefits

• Competitive salary with commission structure.
• Opportunities for professional development and advancement.
• Supportive and collaborative work environment promoting work-life balance.
• Recognition, rewards, and bonuses for top performers.